How can we help?

Help! My sensors are showing N/A for temperature and occupancy.

When a sensor loses connection from the ecobee, it will be displayed as N/A. A sensor could lose connection from the ecobee if:

The battery is low

It’s too far from the ecobee (more than 45 feet)

There’s interference from environmental factors (other devices broadcasting on the same 915MHz frequency as the sensor such as a baby monitor, cordless phone, etc.)

To re-connect:

1) Delete the sensor in question from your ecobee by going into MAIN MENU > SENSORS, selecting the sensor and clicking on the ‘X’ to delete

2) Remove the back cover from the sensor and remove the battery

3) Reboot the ecobee by gently removing it from the wall and leaving it off for about two minutes

4) After two minutes, place the ecobee back on the wall and wait for it to finish powering up

5) Place the battery back in the sensor

6) You should now receive a prompt to pair the sensor on the ecobee’s screen.

If you’re unsuccessful in pairing with this method, try replacing the battery in your sensor. A low battery will cause frequent disconnects or may prevent the sensor from re-pairing.

If the sensor is too far from the ecobee or if there’s interference from other devices, this could also cause frequent disconnects. To test if this is the case, try leaving the sensor close to the ecobee for 24 hours; if the sensor stays connected during those 24 hours, it’s safe to assume that you may have originally placed the sensor too far away from the ecobee or that there may be devices in other areas of your home interfering with the signal.

If the issue persists, contact our Support team at 1-877-932-6233 for further assistance. Agents are available from 8:00AM-12:00AM EST Monday through Friday and from 9:00AM-9:00PM Saturday through Sunday.